Etisalat tests DR plans

To ensure adherence to high levels of safety standards and to test its business continuity plans, Etisalat’s Ajman-based contact centre today held a mock evacuation of its premises.

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By  Patrick Phelvin Published  March 17, 2004

To ensure adherence to high levels of safety standards and to test its business continuity plans, Etisalat’s Ajman-based contact centre today held a mock evacuation of its premises in conjunction with the Civil Defence in Ajman. “We tested our disaster recovery site in Sharjah and all backup systems were up and running in due time. This simply means that The Contact Centre can ensure business continuity for its clients at all times, even during disasters,” says Mohammed Bamakhrama, The Contact Centre General Manager. The Contact Centre delivers a variety of call centre solutions, including outsourced services. Contacts are handled over multiple communications channels, including telephony, facsimile messaging, and over the internet (covering e-mails, text chats and web forms). The centre manages all Etisalat’s non face-to-face interactions with its customers inside and outside the UAE, providing 24-hour customer contact services over multiple communications media in a secure environment. This includes directory enquiries as well as toll free help-lines, fault reporting and tracking and other customer queries. “Our business is all about focused customer care round the clock, not only for Etisalat’s customers, but for a number of leading companies and organizations in the UAE and the region. Therefore, we have to be well prepared to effectively handle all emergencies and continue to deliver quality services at all times on behalf of our clients,” Bamakhrama adds.

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